Complaints Policy

Hooke is committed to delivering the highest standards of client care, and we are continually looking for ways to improve the care we deliver to you. As part of our service, you have access to a complaints procedure, in the event that you are unhappy with any aspect of the service being provided, that ensures that your concerns are investigated, and you are given a full and prompt reply.

Your complaint will be treated confidentially, and you will not be discriminated against for making a complaint. Complaining will in no way affect the high standard of care we will provide to you.

Who can make a complaint?

Complaints can be made by a current or former client, or someone acting on your behalf. Where a complaint is received anonymously, Hooke will carry out an investigation as far as it reasonably can, depending on the content of the complaint.

How to make a complaint

To make a complaint, please contact us by:

Email: complaints@hooke.london
Telephone: +44 (0)20 3746 6070  
Mail: To any member of staff at 86 Brook Street, London, W1K 5AY
Verbally: Complaints can be made to any member of Hooke staff.

Acknowledgement of complaints

All received complaints, whether written or verbal will be recorded and acknowledged within three working days with the following information:

• the date and time the complaint was received
• a description of the complaint
• the name and contact details of the person investigating the complaint on behalf of Hooke.

How will Hooke handle the complaint?

Depending on the nature of the complaint, we will either:

• Investigate the complaint and respond with a full written reply within 5 working days of a conclusion and outcome being reached.
• Invite you to meet the Executive Director in order to discuss your complaint. You may have a representative to support you through the complaints process. At this meeting, she will ask you:

How you wish to be kept informed of the complaint, e.g. in writing by letter or email, by telephone, or through an agreed third-party representative or advocate.

Confirm if you wish to give your consent to access your healthcare records (where appropriate) for the purposes of investigating the complaint.

Confirm if you have disabilities that need to be taken into account during the investigation.

Ask how you wish us to resolve your complaint, for example, an apology, new appointment, reimbursement for costs, or loss of personal belongings, or an explanation.

Agree a plan of action and discuss when you wish to hear back from Hooke.

After your meeting, Hooke will then carry out an investigation of the nature of the complaint and provide a full written response to you within 20 working days of the complaint being received. If a full response cannot be given within 20 working days of receiving the complaint, Hooke will write to you to explain the reason for the delay.

If you have been invited to meet the director to discuss your complaint, and do not wish to accept the offer of a meeting, Hooke will itself determine the response period and notify you in writing of that period.

What happens if I am still unhappy?

If you are dissatisfied with the procedure and the decision of the Executive Director, you have the right to refer your complaint for an independent review to the Independent Sector Complaints Adjudication Service (ISCAS) of which Hooke is a member. Hooke will co-operate with any independent review of a complaint that has been escalated.

The contact details of ISCAS are:

Mail: Independent Sector Complaints Adjudication Service (ISCAS) 70 Fleet Street London EC4Y 1EU
Telephone: 0207 536 6091
Email: info@iscas.org.uk
Website: www.iscas.org.uk

Monitoring of complaints

Hooke reviews all complaints on an annual basis to monitor the number of complaints received and the issues that the complaints have raised to assess any trends or areas of risk that need to be resolved. Hooke reviews all complaints received with a view to continuous quality improvement to the service that we provide for you.